Quantcast
Jump to content

When the customer's part does not fix the problem


Recommended Posts

I think your guys handled this just fine. Customer wanted something done, your guys explained that without them diagnosing it, there was no guarantee it was gonna fix it. Both parties agreed and went ahead as planned. You may very well earn a customer for life now, if you diagnose it correctly and fix it...

 

Just my thoughts

Link to comment
Share on other sites

I agree it was handled perfectly. I will mention to customer that we offer PAID DIAGNOSTICS but will "start" with o2 sensor if he/she wants and go from there. No matter how i have to word it so that the customer feels like their in charge, it all bills the same way..."you will pay me regardless of wether its fixed or not". As for guy with fuel pump....i like those :-) i simply have customer fill out an intake sheet that they write what they are requesting in THEIR handwriting, and i note on work order that cust declined diagnostics. And i also note that cust provided own USED part. But ill take those "self diagnosis" all day long :-)

Link to comment
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • Have you checked out Joe's Latest Blog?

         5 comments
      I recently spoke with a friend of mine who owns a large general repair shop in the Midwest. His father founded the business in 1975. He was telling me that although he’s busy, he’s also very frustrated. When I probed him more about his frustrations, he said that it’s hard to find qualified technicians. My friend employs four technicians and is looking to hire two more. I then asked him, “How long does a technician last working for you.” He looked puzzled and replied, “I never really thought about that, but I can tell that except for one tech, most technicians don’t last working for me longer than a few years.”
      Judging from personal experience as a shop owner and from what I know about the auto repair industry, I can tell you that other than a few exceptions, the turnover rate for technicians in our industry is too high. This makes me think, do we have a technician shortage or a retention problem? Have we done the best we can over the decades to provide great pay plans, benefits packages, great work environments, and the right culture to ensure that the techs we have stay with us?
      Finding and hiring qualified automotive technicians is not a new phenomenon. This problem has been around for as long as I can remember. While we do need to attract people to our industry and provide the necessary training and mentorship, we also need to focus on retention. Having a revolving door and needing to hire techs every few years or so costs your company money. Big money! And that revolving door may be a sign of an even bigger issue: poor leadership, and poor employee management skills.
      Here’s one more thing to consider, for the most part, technicians don’t leave one job to start a new career, they leave one shop as a technician to become a technician at another shop. The reasons why they leave can be debated, but there is one fact that we cannot deny, people don’t quit the company they work for, they usually leave because of the boss or manager they work for.
      Put yourselves in the shoes of your employees. Do you have a workplace that communicates, “We appreciate you and want you to stay!”
  • Similar Topics

    • By carmcapriotto
      Thanks to our Partners, AAPEX, NAPA TRACS, and Automotive Management Network By leveraging tools like digital vehicle inspections (DVI) and customer relationship management (CRM) systems, businesses can significantly improve their operations and customer experience. These integrations allow for a more streamlined process, from diagnosing vehicle issues to maintaining consistent communication with clients. Ben Dexter, National Training Manager, NAPA TRACS Show Notes
      Ben's journey in the automotive industry (00:00:55) Ben's progression from service writer to National Training Manager and his experience in the automotive industry. Importance of shop management systems (00:02:04) The critical role of shop management systems in the automotive repair industry and the support provided by NAPA TRACS. Value of training (00:03:21) The significance of investing in training and the impact of leadership participation in training programs. Building customer rapport (00:11:22) Ben's approach to building customer rapport and the importance of effective communication and attention to customer needs. Significance of scheduling (00:13:12) The shift from reactive scheduling to a coordinated approach, addressing the issues of timely and accurate repairs through effective scheduling. The power of software integrations (00:15:37) The commitment to utilizing shop management software and the potential of integrations with other tools like DVI and CRM for business growth. Utilizing shop management systems (00:19:08) Encouraging the use of shop management systems and the availability of resources for business advancement. Role of technology in DVI (00:20:42) Discussion on the coordinated effort required for effective Digital Vehicle Inspections (DVI) and the benefits of real-time communication. Challenges in utilizing software (00:22:32) Exploring the reasons behind the underutilization of software tools and the need for effective leadership and training. Importance of testing and measuring (00:25:13) Highlighting the significance of testing and measuring business performance for improvement and growth. Communication and customer service (00:28:27) Emphasizing the importance of effective communication with customers to prevent unexpected breakdowns and enhance customer satisfaction. Impact of scheduling on service advisors (00:30:07) Discussing the influence of scheduling on service advisors' decision-making and the need for consistent customer recommendations. Rethinking business analysis (00:32:47) Encouraging a reevaluation of business statistics and reports to identify missed opportunities and improve overall business strategies. Morning Meetings and Reporting (00:33:21) Discussion on the importance of morning meetings, sales reporting by service writer, and constructive performance discussions. Maximizing Existing Resources (00:34:55) Emphasizing the significance of making the most of existing resources before seeking more car count. Linear Quantity Opportunities (00:36:32) Exploration of the linear quantity opportunities in parts matrix, addressing traditional matrix problems and opportunities for improvement. Commitment to Lifelong Learning (00:38:54) Highlighting the importance of lifelong learning for success in shop management and overall strategy. Thanks to our Partners, AAPEX, NAPA TRACS, and Automotive Management Network Set your sights on Las Vegas in 2024. Mark your calendar now … November 5th-7th, 2024. AAPEX - Now more than ever. And don’t miss the next free AAPEX webinar. Register now at http://AAPEXSHOW.COM/WEBINAR NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Get ready to grow your business with the Automotive Management Network: Find on the Web at http://AftermarketManagementNetwork.com for information that can help you move your business ahead and for the free and informative http://LaborRateTracker.com Connect with the Podcast: -Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ -Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 -Subscribe on YouTube: https://www.youtube.com/carmcapriotto -Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ -Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ -Follow on Twitter: https://twitter.com/RResultsBiz -Visit the Website: https://remarkableresults.biz/ -Join our Insider List: https://remarkableresults.biz/insider -All books mentioned on our podcasts: https://remarkableresults.biz/books -Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom -Buy Me a Coffee: https://www.buymeacoffee.com/carm -The Aftermarket Radio Network: https://aftermarketradionetwork.com -Special episode collections: https://remarkableresults.biz/collections            
      Click to go to the Podcast on Remarkable Results Radio
    • By carmcapriotto
      The Weekly Blitz is brought to you by our friends over at Shop Marketing Pros. If you want to take your shop to the next level, you need great marketing. Shop Marketing Pros does top-tier marketing for top-tier shops.
      Click here to learn more about Top Tier Marketing by Shop Marketing Pros and schedule a demo:https://shopmarketingpros.com/chris/
      Check out their podcast here: https://autorepairmarketing.captivate.fm/
      If you would like to join their private Facebook group go here: https://www.facebook.com/groups/autorepairmarketingmastermind
      In this podcast episode, Coach Chris Cotton from Auto Fix Auto Shop Coaching highlights the significance of always saying yes to customers in the auto repair industry. He recounts two examples where service advisors faced challenges in agreeing to customer requests. Cotton stresses the importance of customer satisfaction and the delicate balance of agreeing to customer demands without making unrealistic promises.
      Saying Yes to Customers (00:02:36) Importance of prioritizing customer satisfaction and finding ways to say yes instead of no.
      Handling Customer Requests (00:03:45) Addressing an instance where a service advisor struggled to manage customer expectations and deliver on promises.
      Customer Service Skills (00:05:54) Emphasizing the need to take care of the customer, manage expectations, and avoid overpromising while saying yes.
      Saying Yes and Managing Expectations (00:10:11) Discussing the importance of saying yes to customers while managing expectations and not overpromising.
      1. Importance of not saying no to customers in the auto repair business
      2. Instances of a service advisor struggling to say yes to customers
      3. Emphasizing the need to prioritize customer satisfaction
      4.Managing expectations while saying yes to customers
      5.Not overpromising to customers
      Quotes:
      Coach Chris Cotton', '00:06:54', "How would you like it if you were leaving town in 24 hours and somebody said, 'Oh, you can't take your car because we can't finish it up'? It's just not the right place to be in."
      'Coach Chris Cotton', '00:09:14', "The customer doesn't care about any of that; the customer just wants to know if you can help them or not."
      'Coach Chris Cotton', '00:12:16', "If they're in front of you unexpectedly, say yes, smile, and be like, 'Oh, I'm so glad, Mrs. Johnson, that you're here today. I haven't seen you in a while. Absolutely, we'll take care of your crisis for you.'"
       
      Connect with Chris:
       
      [email protected]
      Phone: 940.400.1008
      www.autoshopcoaching.com
      Facebook: https://www.facebook.com/
      AutoFixAutoShopCoachingYoutube: https://bit.ly/3ClX0ae
       
      #autofixautoshopcoaching #autofixbeautofixing #autoshopprofits #autoshopprofit #autoshopprofitsfirst #autoshopleadership #autoshopmanagement #autorepairshopcoaching #autorepairshopconsulting #autorepairshoptraining #autorepairshop #autorepair #serviceadvisor #serviceadvisorefficiency #autorepairshopmarketing #theweeklyblitz #autofix #shopmarketingpros #autofixautoshopcoachingbook
      Click to go to the Podcast on Remarkable Results Radio
    • By carmcapriotto
      Thanks to our Partner, NAPA Autotech napaautotech.com
      Matt Fanslow and Tanner Brandt discuss the nuances of automotive training and education. They emphasize the importance of selecting relevant classes that address specific areas of struggle within the industry, such as diagnosing parasitic battery drains. They highlight the complexities of troubleshooting and the limitations of current diagnostic tools, underscoring the need for better vehicle monitoring. The conversation also touches on the importance of networking and knowledge sharing, as well as the value of stepping out of one's comfort zone to explore new areas of learning at training events.
      Importance of selecting classes and getting the most out of training events in the automotive industry Choosing classes based on areas of struggle and seeking advice from experienced instructors Different phases of attending training events Value of soft skills and communication courses in the automotive industry Impact of quality training programs offered by NAPA Importance of ongoing training to keep up with evolving vehicle technology Importance of specialized training, particularly in the area of electric vehicles (EVs) Value of specialty classes focused on specific vehicle brands Importance of networking and staying engaged during training events Challenges faced in diagnosing automotive issues, particularly related to parasitic battery drains  
      Thanks to our Partner, NAPA Autotech napaautotech.com
       
      Email Matt: [email protected]
      Diagnosing the Aftermarket A - Z YouTube Channel HERE
      Aftermarket Radio Network: https://aftermarketradionetwork.com/
      Click to go to the Podcast on Remarkable Results Radio
    • By carmcapriotto
      Thank you to RepairPal for sponsoring The Auto Repair Marketing Podcast. Learn more about RepairPal at https://repairpal.com/shops
      Kim’s Tips:
      Go with a plan - know who you want to meet. Pre-schedule these meetings.  Promote that you are there!  Use the event/conference app!  Schedule your post-conference debriefing meeting. Create a post-conference action plan See our Conference Planning Checklist!  
      Brian’s Tips
       
      1 - Register early and be strategic about the classes you take - stay at the hotel 2 - Establish a bedtime with a no-excuses policy 3 - Choose your team’s classes and make them teach it when they get back 4 - Visit the vendors - know/like/trust them - they subsidize your attendance 5 - Come with Friends  
      How To Get In Touch
       
      Group - Auto Repair Marketing Mastermind
      Website - shopmarketingpros.com 
      Facebook - facebook.com/shopmarketingpros 
      Get the Book - shopmarketingpros.com/book
      Instagram - @shopmarketingpros 
      Questions/Ideas - [email protected]
      Click to go to the Podcast on Remarkable Results Radio
    • By Changing The Industry
      Episode 144 - From Customer Conflicts to Industry Innovations with Arun Coumar


  • Our Sponsors

×
×
  • Create New...